Dealing With Difficult Customers

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Strategies with dealing with difficult customers and staying in control of the situation.

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  • Dealing With Difficult Customers

    1. 1. HOSTILE CUSTOMERS Without Becoming One
    2. 2. PRESENTED BY: Jim Marteney Professor of Speech Communication Los Angeles Valley College
    3. 3. WHO ARE YOURCUSTOMERS?
    4. 4. WHAT IS THE DIFFERENCE BETWEENUpset CustomerDifficult Customer
    5. 5. UPSETCUSTOMERCan be Fixed
    6. 6. STRATEGIES FORCONTROLLING AN UPSET SITUATION
    7. 7. DON’TARGUE
    8. 8. AVOIDBEING THE EXPERT
    9. 9. AVOIDCREATING MORE ANGER
    10. 10. WATCH YOURWORDSRed Flag Words
    11. 11. AVOIDPERSONALFEELINGS
    12. 12. 6 STEPS OF DEALING WITH UPSET CUSTOMERSStep One: Begin with a positive attitude Step Two: Let Customer Vent Step Three: Be Empathetic to the Customer Step Four: Demonstrate You Understand Step Five: Begin Active Problem Solving Step Six: Mutually Agree on the Solution
    13. 13. Step One: Begin with a positive attitude We are not born with an attitude.
    14. 14. Step One: Begin with a positive attitude Causes of poor attitude Low self esteem Fear Boredom Resentment Unresolved conflict
    15. 15. Step One: Begin with a positive attitude Keeping a Positive attitude Start each day fresh Enjoy the moment Surround with Positives
    16. 16. Step One: Begin with a positive attitude Two Types of People Fountains Drains
    17. 17. Step One: Begin with a positive attitude Glass half full?
    18. 18. Step One: Begin with a positive attitude Depends if you are Drinking or Pouring
    19. 19. Step One: Begin with a positive attitude “I see a glass that is twice as big as it needs to be.”
    20. 20. Step Two: Let Customer Vent Nothing can be solved while customer is angry
    21. 21. Step Two: Let Customer Vent Venting allows anger to subside
    22. 22. Step Two: Let Customer Vent Zip Your Lip Accept Anger Don’t take it personally Listen Carefully Never Say “Calm Down
    23. 23. Step Three: Be Empathetic to the Customer Whats the Difference between hearing and listening?Listening is a learned skill.
    24. 24. Step Three: Be Empathetic to the Customer 3 Levels of Communication Words 7% Paralanguage 38% Nonverbal 55%
    25. 25. Step Three: Be Empathetic to the Customer 2 Types of listening Deliberative Focus on Words Empathic Focus on Speaker
    26. 26. Step Four: Demonstrate You Understand Paraphrase
    27. 27. Step Five: Begin Active Problem Solving
    28. 28. Step Five: Begin Active Problem Solving Friendliness Understanding Fairness Information Options and Alternatives Control
    29. 29. Saying NoHard NoService No
    30. 30. Saying NoHard No “That’s not our policy.” “That’s not my job.” “I’m not allowed to do that.” “I have no idea.”
    31. 31. Saying NoService No Phrase 1 What I will do is... Phrase 2 What you can do
    32. 32. Step Six: Mutually Agree on the Solution
    33. 33. Remember
    34. 34. Remember Make customer part of solution Ask Informative questions Don’t display power Look for underlying reasons Be professional
    35. 35. CUSTOMER SERVICE “The Apple Way”
    36. 36. CUSTOMER SERVICE “The Apple Way”
    37. 37. There are:326 Apple Stores 60,000,000 customers
    38. 38. Apple Stores had more customers than Walt Disney’s 4 largest theme parks.
    39. 39. Apple deals with angry, frustrated customers
    40. 40. The A’s of Apple Service
    41. 41. The A’s of Apple Service A - Acknowledge that their concerns are valid
    42. 42. The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes
    43. 43. The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes A - Assure the customer that you will be able to solve their problem to their satisfaction
    44. 44. Emergency First Aid forEmotional Customers
    45. 45. Look for Underlying Cause of Reaction. Frustration Fear Confusion
    46. 46. Reassure the Customer that You are Here to Help
    47. 47. Listen and limit your responses “Uh-huh” “I understand”
    48. 48. Apologize when Appropriate “On behalf of Apple, I would like to apologize for...”
    49. 49. Are you feeling anxious? Is your breathing getting shorter and faster? Take deep controlled breaths
    50. 50. Take Notes Even when customer venting Save time later Help listening without interrupting
    51. 51. Acknowledge the customer’sunderlying reactions “I can certainly understand how frustrating this can be.” “I know this can seem very confusing.”
    52. 52. Remember
    53. 53. You are theProfessional

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